Return & Exchange Policy – Padel Outlet
Time Frame Only 24 hours from the date of receiving the product to request an exchange or return. After this period, no exchange or return requests will be accepted under any circumstances.
Basic Conditions (Apply to Both Exchange and Return)
- The product must be in its original condition.
- Original packaging must be intact and unopened.
- The product must not have been used or tested (shoes may be tried on only to verify size; they must not be worn or used for running/playing).
- Shoe size can only be exchanged once.
- All labels and tags must be present.
- No signs of use or damage.
Exchange/Return is NOT accepted in the following cases:
- Personal items: T-shirts and socks.
- Used products: Rackets sold as pre-owned.
- Opened packaging: Any product whose packaging has been opened.
- Damages: Products showing signs of use or damage.
- Misuse: Defects resulting from improper handling.
- Gifts: Orders sent as gifts are not eligible for exchange or return.
- Fraud or manipulation: If the store suspects any signs of fraud, manipulation, deception, or misuse.
Exchange Policy
- The new product must be available in stock.
- Exchange/Return Costs:Within Saudi Arabia: 46 shipping fee.
- Outside Saudi Arabia: Customer bears all shipping costs (both ways) and any additional charges.
Return Policy
Return Process:
- Inspection first: Refunds are not issued until the product arrives at the warehouse and is inspected.
- Inspection period: 3–7 business days after the product reaches the warehouse.
- Refund: Shipping costs are deducted from the refunded amount.
Deducted Costs:
- Shipping within Saudi Arabia: 46 + order processing fee.
- Shipping outside Saudi Arabia: Full shipping cost + 150 for international return handling.
- Order processing fee: 33 for packaging and order preparation.
In Case of Damage: If damage or signs of use are found, the customer will be:
- Notified of the discovered damages.
- Given the choice between:
- Receiving the product back (customer covers shipping).
- Accepting a deduction of the damage value from the refund amount (as assessed by Padel Outlet management).
Exceptional Cases
We cover shipping costs only in the following cases:
- Shipping error: Wrong product sent.
- Manufacturing defect: Clear manufacturing defects affecting product performance or usability.
- Shipping damage: Damages caused by mishandling by the shipping company.
Racket Warranty
Rackets are not covered by any warranty after use or after the packaging has been opened. Opening the packaging or using the racket in any way is considered acknowledgment by the customer of the product's good condition upon receipt, and they forfeit the right to claim warranty, exchange, or return — except in the case of a clear manufacturing defect reported within the specified period and before opening the racket's packaging or using it.
How to Submit a Request
For Exchange or Return:
- Contact us immediately: Within 24 hours via WhatsApp.
- Provide details: Order number, reason for exchange/return, product photos.
- Approval: Wait for customer service approval.
- Repackaging: Repack the product as it was received.
- Shipping: Send the product via the designated shipping company according to the procedure approved by Padel Outlet customer service.
⚠️ Important Notes
- Inspect upon receipt: It is recommended to inspect the product immediately upon receipt and before opening it.
- Documentation: Take photos of the product if any issues are present, and do not open the product if damage is clearly visible.
- Early communication: Do not delay in submitting your request.
Cancellation Policy
- Orders cannot be canceled after they have been accepted, prepared, or once the shipping label has been issued.
- If cancellation is possible, a SAR 46 cancellation fee applies, covering shipping label costs, payment gateway fees, and processing charges.
Customer Service
For inquiries and requests:
- WhatsApp: +966533070496
- Working hours: Saturday to Thursday, 9 AM – 6 PM
This policy aims to protect the rights of both parties and ensure a comfortable and secure shopping experience.